Providing Transparency in a Messaging System With Multiple Messaging Channels

ABSTRACT

A messaging system facilitates communication between users through various messaging channels. The messaging system supports multiple communication channels and includes a messaging module that automatically selects one or more of the messaging channels for delivering a message to a recipient of the message using, for example, a set of policy rules or a trained model. The messaging module may also provide, in a user interface for sending and receiving messages, a visual indication of the selected messaging channel to the sender of the message to provide the user with transparency about how the message will be delivered. Additionally, the message may be delivered via multiple messaging channels, where the messaging module may rescind messages from some of the messaging channels upon receiving a reply from the recipient of the message or other confirmation that the recipient has seen the message via one of the communication channels.

BACKGROUND

The present disclosure relates to messaging systems, and morespecifically to a messaging system that enables users to communicate viamultiple different messaging channels.

People communicate with each other using electronic devices by sendingand receiving electronic messages. Various messaging channels areavailable for electronic communication, such as electronic mail (email),web-chat, and many more. When sending a message, the sender arbitrarilychooses one of the messaging channels for communicating with theintended recipient of the message and sends the message through theselected messaging channel. However, the messaging channel selected bythe sender may not be optimal for reaching the intended recipient. Forexample, the intended recipient of a message may currently have accessto text messages but cannot currently access their email account. Thesender may nonetheless decide to send the message to the recipient'semail account because the sender is unaware of what messaging channelsare best suited for reaching the recipient. The result is increaseddelays in communication between the sender and recipient that could havebeen avoided if the proper channels were utilized.

SUMMARY

Embodiments of the invention relate to a messaging system that enablesusers to communicate with each other via multiple messaging channels. Inone embodiment, a messaging module of a messaging server receives amessage addressed to a user of the messaging system (i.e., therecipient) and selects one or more messaging channels from a pluralityof messaging channels. The messaging module selects the messagingchannels based on or more signals that are indicative of, for example,the current status of the recipient or the recipient's past messagingactivities. The messaging module then delivers the messaging to therecipient via the selected messaging channels. In some embodiments, themessaging module may also determine how to deliver the message via theselected messaging channels.

In some embodiments, the messaging module undergoes a training processthat develops a predictive model for selecting the messaging channelsbased on the signals. The messaging module collects training data aboutassociations between different signals and messaging channels andanalyzes training data to generate a predictive model. The predictivemodel is later used, for example, to select one or more messagingchannels for delivering messages to their recipients.

In another embodiment, the messaging module provides the sender of themessage with transparent feedback about how the message will be sent,which builds trust in the use of the messaging system. The messagingmodule receives information identifying the recipient of a message, forexample, from information entered by the sender of the message. Themessaging module selects one or more messaging channels from a pluralityof messaging channels for delivering the message to the recipient. Themessaging module then provides, for display in a user interface to thesender of the message, a visual indication of the selected channel orchannels in which the system has determined the message will betransmitted. Other information may be provided in the user interface,such as the presence of the recipient with respect to the messagingchannels or the location of the recipient.

In another embodiment, the messaging module sends messages to arecipient via multiple messaging channels so that the recipient willreceive the message by checking any of the channels. However, themessaging module also manages the messages in a manner that avoidsoverwhelming the recipient with duplicate messages. When a message isreceived for a recipient, the messaging module delivers copies of amessage to the recipient via a plurality of messaging channels. Eachcopy is delivered via a different messaging channel so that therecipient may receive the message by checking any one of those channels.The messaging module receives a reply to the message or otherconfirmation that the recipient received the message from one of themessaging channels. In response, the messaging module rescinds copies ofthe message delivered to the other messaging channels.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a high-level block diagram of a messaging system according toan embodiment.

FIG. 2 illustrates an overview of receiving and delivering messagesthrough messaging channels, according to an embodiment of the messagingmodule.

FIG. 3 illustrates a process flow for receiving and delivering messagesthrough messaging channels, according to an embodiment of the messagingmodule.

FIG. 4 illustrates a user interface provided by the messaging module toa client device, according to an embodiment of the messaging module.

FIG. 5 illustrates a process flow for providing an indication of aselected channel in a user interface, according to an embodiment of themessaging module.

FIG. 6 illustrates a process flow for rescinding messages, according toan embodiment of the messaging module.

FIG. 7 illustrates a process flow for training a predictive model,according to one embodiment.

The figures depict various embodiments of the present invention forpurposes of illustration only. One skilled in the art will readilyrecognize from the following discussion that alternative embodiments ofthe structures and methods illustrated herein may be employed withoutdeparting from the principles of the invention described herein.

DETAILED DESCRIPTION

FIG. 1 is a high-level block diagram of a messaging system 100 accordingto one embodiment. FIG. 1 illustrates a messaging server 101 andmultiple client devices 180 connected by a network 170. In oneembodiment, the messaging server 101 and client devices 180 eachcomprise of one or more computers. Alternatively, the client devices 180may comprise any other type of computing device, such as a mobile phone,laptop, netbook, tablet, cable box, television, video game console, etc.In other embodiments there may be millions of clients 180 incommunications with the messaging server 101.

A user of the client device 180 interacts with the messaging server 101via an application, such as a web browser or a native application, toperform operations such as writing and sending messages to other usersof the messaging system 100, or retrieving and reading messages sent byother users of the messaging system 100, and the like. For example, theapplication may be a web browser that loads a webpage provided by theserver 101. Through functionality provided in the webpage, the userreads and writes messages. The client device 180 transmits messages toand receives messages from other users via the messaging server 101, andthe messages may be communicated through any of a variety of messagingchannels supported by the messaging server. In some embodiments, themessages can contain plain text, or they can contain other content suchas pictures, videos, and attachments.

The client device 180 may also track and communicate various types ofnon-messaging information to the messaging server 101. Examples ofnon-messaging information include, for example, when the user lastinteracted with the client device 180, the location of the client device180, the speed with which the client device 180 is moving, etc. Theinformation may be communicated on request from the messaging server 101or at some pre-determined interval.

The messaging server 101 comprises a user datastore 110, a messagingmodule 120, and a graph information datastore 130. The user datastore110 stores various types of information about the users of the messagingsystem 100. Examples of information that may be stored for each userinclude: one or more email addresses for the user, the user's phonenumber, whether the user has a mobile messaging application installed onthe user's phone, the user's activity calendar, an inbox of the user'smessages, historical information about a user's past messagingactivities, etc. In some embodiments, the messaging server 101 may alsohost the user's email account, or alternatively, the user may have anemail account that is hosted by a different messaging server.

In one embodiment, the messaging system 100 is also a social networkingsystem and further comprises a graph information datastore 130 thatrepresents the users of the user datastore 110 as nodes that are linkedtogether in a “social graph.” Other objects of a social networkingsystem besides users may also be represented as nodes in the graphinformation datastore 130, such as applications, events, webpages,pictures, etc. The graph information store 130 thus comprisesinformation about the relationships between or among the objects,represented as the edges connecting the various object nodes. Variousexamples of edges in the social graph include: an edge between two userobjects representing that the users are have a relationship in thesocial networking system (e.g., are friends, or have communicated,viewed the other's profile, or interacted in some way), an edge betweena user object and an application object representing that the user hasused the application, and an edge between a user object and a webpageobject representing that the user has viewed the webpage, to name just afew. For example, if one user establishes a relationship with anotheruser in the social networking system, the two users are each representedas a node, and the edge between them represents the establishedrelationship; the two users are then said to be connected in the socialnetwork system. Continuing this example, one of these users may send amessage to the other user within the social networking system. This actof sending the message is another edge between those two nodes, whichcan be stored and/or tracked by the social networking system. Themessage itself may be treated as a node. In another example, one usermay tag another user in an image that is maintained by the socialnetworking system. This tagging action may create edges between theusers as well as an edge between each of the users and the image, whichis also a node. In yet another example, if a user confirms attending anevent, the user and the event are nodes, where the indication of whetheror not the user will attend the event is the edge.

Using a social graph, therefore, the messaging system 100 may keep trackof many different types of objects and edges (the interactions andconnections among those objects), thereby maintaining an extremely richstore of socially relevant information. From the social relationshipsrepresented by the edges of the social graph, an affinity can bedetermined that indicates the strength of a relationship between twousers of the messaging system 100.

The messaging module 120 provides functionality for receiving messagesfrom and delivering messages to users of the messaging system viamessaging channels. The messaging module 120 supports multiple messagingchannels, each of which provides a means for electronic communicationswith a user of the messaging system 100. Generally speaking, a messagingchannel is any technology that may be used for delivering electronicmessages to a user of the messaging system. A messaging channel maysupport the transmission of various types of information, such as text,pictures, video and/or audio. Examples of messaging channels includeweb-chat (e.g., a chat application of a web-page hosted by the messagingserver 101), e-mail, extensible messaging and presence protocol (XMPP),short message service (SMS) texting, mobile chat (e.g., via anapplication installed on a mobile client 180), chat services provided bygaming consoles, and application program interfaces (APIs) that thirdparty application can use to send messages, among others.

In one embodiment, multiple messaging channels are available fordelivering a message to a given user (the “message recipient”). Themessaging module 120 selects one or more of the messaging channels fordelivering the message. To ensure that the proper messaging channels areselected, the message module 120 bases its selection on one or moresignals that provide, for example, information related to past messagingactivities or the status of the message recipient. Thus, the usersending the message does not need to arbitrarily select the bestmessaging channel for reaching the message recipient as this decision isautomatically made by the messaging module 120. In some embodiments, themessaging module 120 may select the messaging channels by applying a setof policy rules or a predictive machine learned model to determine theproper messaging channels.

In an additional embodiment, the messaging module 120 provides a visualindication of the selected delivery channel to the sender of themessage. The indication is provided through a user interface that can bedisplayed on the client device 180. The indication may be provided tothe sender before the message is delivered or as the message is beingcomposed, which provides a sense of predictability in how the messagewill be delivered to the message recipient and builds trust in the useof the messaging system 100.

In yet another embodiment, the messaging module 120 delivers copies of amessage to multiple delivery channels so that the recipient will receivethe message by checking any of the messaging channels. The messagingmodule 120 receives a reply to the message from the message recipientthrough one of the delivery channels. In response to receiving thereply, the messaging module 120 rescinds copies of the messages sent tothe other delivery channels, which avoids overwhelming the messagerecipient with duplicate messages.

Selecting Messaging Channels

Referring now to FIG. 2, illustrated is an overview of receiving anddelivering messages through messaging channels, according to anembodiment of the messaging module 120. As shown, messages may bereceived from a user of the messaging system 100 via any one of a numberof incoming messaging channels 202. Using one or more informationalsignals 210 that provide, for example, information about the messagerecipient, the messaging module selects one or more outgoing messagingchannels 204 for delivering the message. The signals 210 will bedescribed in greater detail in conjunction with FIG. 3.

In some embodiments, the messaging module 120 receives the message andthen selects the appropriate outgoing messaging channels 204 after themessage is received. In other embodiments, the recipient of the messagemay already be known before the message is received, and so themessaging module 120 may select an outgoing messaging channel 204 inadvance of receiving the message. The message is then delivered to theselected messaging channel(s). For example, a message received via anSMS channel may be delivered to the message recipient through both anSMS channel and an XMPP channel.

In some embodiments, the messaging module 120 not only determines whichmessaging channels 204 to use for sending the message, but also themanner in which the selected channels are used to send the message. Inother words the messaging module 120 determines both where to deliverthe message, and also how the message is to be delivered to the selectedmessaging channels. For example, the messaging module 120 may delay thedelivery of messages or determine a mechanism for notifying the user ofthe message by considering one or more of the signals 210.

Referring to FIG. 3, illustrated is a process flow for receiving anddelivering messages through messaging channels, according to anembodiment of the messaging module 120. In step 305, the messagingmodule 120 receives a message from a user of the messaging system 100that is intended for another user of the messaging system 100. Themessage may be received via any of a number of different messagingchannels.

In step 310, the messaging module 120 determines the user that is themessage recipient. The message recipient can be determined, for example,from metadata associated with the message that is matched to informationin the user datastore 110 to identify a given user. In otherembodiments, the messaging module 120 determines the intended recipientby receiving identifying information for the message recipient from theclient 180 before the message itself is received.

In step 315, the messaging module 120 selects one or more deliverychannels for delivering messages to the message recipient. In oneembodiment, several different message channels are available fordelivering messages. For a given user, the selection module 132 selectsone or more channels by applying a set of policy rules that take intoaccount various signals. In one embodiment, the policy rules areconfigured as a decision tree with pre-determined paths that lead to theconclusion of which message channels to select. For example, one paththrough the decision tree may be that if the sender is using a web-chatinterface to send a message, and the recipient is not currently using aweb-chat interface, and the recipient has a mobile application installedon their phone, a message is sent to the mobile phone application.

The messaging module 120 may consider different signals that guide theselection of the messaging channels, for example, signals that arerepresentative of (1) the recipient's previous messaging activities, (2)the recipient's current status, (3) attributes of the message itself,and (4) other signals. Examples of the recipient's previous messagingactivities and how they affect the selection of messaging channelsinclude the following:

-   -   Last reply channel—The last reply channel refers to the message        channel last used by the recipient to reply to the sender. The        last reply channel is indicative of the message channel that is        currently preferred by the recipient for communications. In one        embodiment, the messaging module 120 is more likely to select        the last reply channel as the proper messaging channel.    -   Historical messaging usage—Historical messaging usage refers to        the recipient's usage patterns of various messaging channels        over some period of time. For example, if a recipient has        historically sent 65% of their messages via web-chat, 20% via        email, and 15% via a mobile-chat application, these statistics        may be used by the messaging module 120 to increase the        likelihood that a message will be sent to the recipient via        web-chat. As another example, if a user logs into the messaging        system to check their emails frequently, this may increase the        likelihood that a message will be sent to the recipient via        e-mail.

Examples of indicators for the recipient's current status and how theyaffect the selection of messaging channels include the following:

-   -   Recent interactions with a client device—Recent interactions        with a client device refers to when the recipient last        interacted with a client device and the type of client device        being used by the user. For example, if the recipient has        recently moved the mouse on the recipient's computer, the        likelihood that a message will be delivered to the recipient via        web-chat is increased. As another example, if the recipient has        recently interacted with the user's cellphone, the likelihood        that a message will be delivered to the recipient via SMS or        mobile-chat is increased.    -   Current time—Current time refers to the current time at the        recipient's location. For example, if it is between 2-6 AM at        the recipient's location, the messaging module 120 may select        the email delivery channel instead of the mobile-chat channel        for delivering the message.    -   Proximity between sender and recipient—The proximity between        sender and recipient refers to the physical distance between the        sender of the message and the recipient of the message. For        example, if the sender and recipient are in close physical        proximity and the sender sends a message with a phone via a        mobile chat channel, the messaging module 120 may also send the        message to the recipient via a mobile chat channel.    -   Velocity—Velocity of travel refers to the speed with which the        recipient is moving. For example, the messaging module 120 may        increase the likelihood that a message is sent to a mobile chat        channel to reach the recipient's mobile phone if the recipient        is traveling at a high rate of speed.    -   Calendar entries—Calendar entries refer to entries in the        recipient's online calendar or entries in a calendar that are        locally stored on the client device. Calendar entries indicate        that the user may be busy and should not be disturbed. When the        recipient's calendar shows that the user is busy, the messaging        module 120 may increase the likelihood that a message is sent        via an email channel as opposed to a mobile chat channel

Examples of message attributes and how they affect the selection ofmessaging channels include:

-   -   Message length—Message length refers to the length of the        message. For example, if a message contains a substantial amount        of text, the messaging module 120 may decide to send the message        via an email channel and not a chat channel.    -   Message attachments—Message attachments refers to whether there        is an attachment in the message or the size of the attachment.        For example, the messaging module 120 may only send messages        with attachments via an email channel and not via a SMS channel        because SMS channels may not be capable of handling attachments.

Examples of other signals and how they affect the selection of messagingchannels include:

-   -   Channel availability—Channel availability refers to whether a        channel is available for communicating with the recipient. For        example, if the user is currently online and connected to the        messaging server 101 through a web-chat application, the        likelihood that the message will be delivered through web-chat        is increased. As another example, if the user has a mobile-chat        application installed on the user's phone, the likelihood that        the message will be delivered via the mobile-chat channel is        increased.    -   Originating channel—Originating channel refers to the channel        used by the sender of the message to provide the message to        message system. For example, if the sender is using an email        channel, it increases the likelihood that the message will be        also delivered to the recipient via the email channel.    -   Affinity between sender and recipient—Affinity between sender        and recipient refers to the social relationship between the        sender and recipient as determined from information in a social        graph that may include, such as interactions between the sender        recipient in a social network. For example, some messaging        channels, such as SMS, are considered more personal and may only        be available between users that have a strong affinity (i.e.,        social relationship) with each other. Thus, the messaging module        120 may increase the likelihood of selecting the SMS channel if        there is a strong affinity between the sender and recipient of a        message.

In some embodiments, the signals can be retrieved from the user datastore 110. In other embodiments, the signals can be retrieved from theclient devices 180 themselves. In other embodiments, the messagingmodule 120 applies a machine learned model, as opposed to policy rules,that determines a channel score for each messaging channel as a functionof the various input signals. The messaging module 120 then selects theappropriate messaging channels based at least in part on the channelscores. The machine learned model will be described in greater detail inconjunction with FIG. 7.

In step 320, the messaging module 120 determines the manner in which todeliver the message to the selected channels. In other words, themessaging module 120 determines both where to send the message (i.e.,the selected messaging channels) and how to send the message via theselected messaging channels (i.e., the manner in which the message isdelivered). The determination of the manner in which to deliver themessage may be based on one or more of the aforementioned signals.

In one embodiment, determining how to deliver the message comprisesdetermining how to notify the recipient of new messages. Thedetermination may be made based on the user's current status. Forexample, a user with a mobile chat application can be notified of a newmessage by either vibrating the user's phone, emitting an audible alertfrom the user's phone, or silently notifying the user by activating ablinking LED on the user's phone. The messaging module 120 may determinethat if it is nighttime at the user's location and the user has notinteracted with the user's phone in two hours, the notification shouldbe the silent notification. As another example, a recipient using awebpage provided by the messaging server can be notified of a new emailmessage by either lighting up a visual indicator (e.g., a messagingicon) displayed in the webpage or displaying a pop-up window notifyingthe user of a new email message. The messaging module 120 may determinethat if no mouse movements have been detected in the last five minutesor that user's calendar entries indicates that the user is busy, thenotification should be to light up the indicator.

In one embodiment, determining how to deliver the message comprisesdetermining when to deliver a message. For some messaging channels, themessaging module 120 may batch together multiple messages and deliverthe messages via the messaging channel as a single digest of messages atperiodic intervals. In one embodiment, if the user's past messagingactivities indicate that they are frequent users of the messagingsystem, the digests may be delivered with a higher frequency. If theuser's past activities indicate that the user is not a frequent user,the digests may be delivered with a lower frequency. For example, if theuser logs on to a webpage provided by the messaging server once perhour, the digests may be delivered every 30 minutes. If the user logs ononce per week, the digests may be delivered every two days.

In another embodiment, messages can be delivered to the user based onthe user's current status. For example, if the user's calendar entriesindicate that the user is busy, the messaging module may decide not tosend any messages to the user. Once the user is no longer busy, themessages are delivered to the user via one or more messaging channels asa single batch of messages or as a stream of messages.

Batching and delivering messages in this manner avoids overloading somemessaging channels with a steady stream of individual messages. Forexample, suppose the messaging module 120 selects the web-chat channeland the email channel as the channels for communicating with a givenrecipient. Messages may be delivered instantaneously to the recipientvia the web chat channel. However, for the email channel, the messagesare batched together and periodically delivered as a digest of messagesvia the email channel.

In some embodiments, the messaging module 120 may actively insert andremove messages from the digest as the messages are acknowledged by therecipient. For example, during the time while the messages are beingbatched, the recipient may read or reply to some of the messages via theweb chat channel. For messages that are already read or replied tothrough other messaging channels, the messaging module 120 may removethese messages from the digest. The digest thus contains only messagesthat have not been acknowledged by the recipient to avoid overwhelmingthe recipient with duplicate messages.

In another embodiment, the selected messaging channels may beprioritized and delivered to the channels in order of their priority.Messages are first delivered to higher priority channels and thendelivered to the lower priority channels if no reply is received fromthe user within a pre-determined amount of time. For example, theselected messaging channels may be the web chat channel and the mobilechat channel, with the web chat channel being the higher prioritychannel. Messages addressed to the recipient are first delivered via theweb chat channel. If no reply is received from the recipient within 20seconds, the messaging module 120 then delivers the message via themobile chat channel.

In some embodiments, the messaging module 120 makes the decision to trya lower priority channel automatically without any user input. In otherembodiments, the sender is provided with the option of cancelling orproceeding with delivering the message via the lower priority channeland the messaging module 120 delivers the message to the lower prioritychannel according to this user input. In some embodiments, the priorityof the channels may be configured in advance so that some channelsalways have a higher priority than other channels. Alternatively, ifchannel scores are calculated for each channel, channels with higherscores may be given higher priority and channels with lower scores maybe given lower priority.

In step 325, the messaging module 120 delivers the message to therecipient via the selected channel(s) in the determined manner. In someembodiments, delivering the message may include transmitting the messageto a client device 180. In other embodiments, delivering the messageincludes storing the message to the user's inbox, for example, if theselected channel is an email channel and the user's email inbox ishosted by the messaging server 101. If the selected channel is an emailchannel and the recipient email is not hosted by the messaging server101, the messaging module 120 may transmit the message to the remotemessaging server through a mail protocol such as simple mail transferprotocol (SMTP). The stored emails may then be retrieved by the messagerecipient at a later time.

Selectively delivering messages to selected messaging channels isbeneficial for ensuring that messages reach the intended recipient in atimely manner. Moreover, if multiple channels are selected, copies ofthe message are delivered through each of the selected messagingchannels, which further increases the likelihood that the message willreach the recipient and/or decrease the expected time until therecipient receives the message. As each messaging channel may have adifferent set of requirements about the content of the message, thecopies of the messages sent to each channel may not be exact duplicates,but instead may be reformatted to comply with the requirements of themessaging channel.

User Interface

Referring now to FIG. 4, illustrated is a user interface 400 provided bythe messaging module 120 to a client device 180, according to anotherembodiment of the messaging module 120. In one embodiment, the messagingmodule 120 provides a user interface 400 to the client device 180 thatincludes an indication of how a message will be delivered to therecipient. The user interface 400 may be, for example, a web pageprovided by the messaging server 101 for composing emails or chattingwith other users. The visual indication provides the message sender witha sense of predictability in how a message will be delivered and thusbuilds trust in the use of the messaging system 100.

As shown, the user interface 400 includes an interactive region 405 thatallows a user to enter the name of an intended recipient for a message.Several visual indicators 410 in another region of the user interface400 indicate which messaging channels will be used for delivering themessage to the intended recipient. Here, the recipient of the message isa user by the name of Jim, and the visual indicators 410 indicate thatthe message will be send to a mobile chat application installed on Jim'smobile phone and to a chat window in Jim's computer browser.

The visual indicators 410 the user interface 400 may change over time.The messaging module 120 continuously updates the visual indicators 410to correspond to the message channel that is being used to delivermessages to the recipient. For example, initially the selected messagechannels may be mobile chat and web chat. After sending a message to therecipient, the recipient may reply to the messaging through the web chatchannel. In response to receiving this reply, the messaging channel 120decides that the web chat channel is now the appropriate channel fordelivering messages to the recipient and de-selects the mobile chatchannel. The visual indicators 410 are then updated to show that themessaging channel is now web chat and not mobile chat. In someembodiments, the visual indicators may be interactive and are merelysuggestions for the proper messaging channels. A user may thus select orde-select any of the recommended channels to over-ride the messagingchannels selected by the messaging module 120.

The user interface 400 also includes a text box 415 in another region ofthe user interface 400 for entering the body of the message. The userinterface 400 further includes another text box 420 for displaying athread of messages that includes incoming messages (received from userJim) and outgoing messages (sent to user Jim). In other words, the textbox 420 acts like a chat window and keeps track of messages in aconversation between two users. The messages are maintained as a singlethread in the text box 420, regardless of the messaging channel used todeliver or receive the message. Although the messaging channels maychange over time as indicated by the visual indicators 410, theconversation between the sender and the recipient appears to continueuninterrupted through the user interface 400.

Additionally, the user interface 400 may have a different appearancethan that shown in FIG. 4. In some embodiments, the interface 400 mayinclude a visual indication of the recipient's current physicallocation. The location can be determined, for example, from GPSinformation in the recipient's phone, an IP address of the recipient'scomputer, or any other information available to the messaging systemthat is indicative of the user's location (e.g., information about arestaurant the user is currently eating at, information about a concertthe user is currently attending, etc). In some embodiments, theinterface 400 may include an indication of the recipient's presence withrespect to a selected channel. Presence generally refers to whether therecipient is available for replying to a message through a givenchannel. For example, even through the web chat channel is selected, theuser may not have a chat window open or the user may not have made anymouse movements in the past thirty minutes. Thus, the interface 400 mayinclude an indication that the message will be sent via the chat webchannel, but that the user may not be available to reply via thischannel.

Referring now to FIG. 5, illustrated is a process flow for providing anindication of a selected channel in a user interface, according to anembodiment of the messaging module 120. In step 505, the messagingmodule 120 provides a user interface to client device 180 for display toa user of the client device 180. For example, the user interface may besimilar to the user interface of FIG. 4. In step 510, the messagingmodule 120 receives information identifying an intended recipient of themessage. For example, a user of a client device 180 may enter the nameof a user that he or she wants to contact, or select a user from a listof users. This information is then transmitted to the messaging server101 and received by the messaging module 120.

In step 515, the messaging module 120 selects one or more channels fordelivering the message to the intended recipient. As multiple messagingchannels may be available for delivering the message, the messagingmodule selects from among the different messaging channels using variousinformation signals, as previously described in conjunction with FIGS. 2and 3. The messaging module 120 selects the messaging channelsautomatically so that the appropriate messaging channels are chosen forcontacting the intended recipient of the message.

In step 520, the messaging module 120 provides a visual indication ofthe selected message channel(s) in the user interface. The indicationmay be any visual indication that conveys information about the selectedmessage channel(s), for example, text describing the selected messagechannel or a graphic that depicts the message channel. If multiplechannels are selected, there may be a separate visual indicator providedfor each channel. By providing these indications, the sender thus knowsexactly where the message will be sent.

Subsequently, the sender enters the message and provides it to themessaging module. The messaging module 120 receives (not shown) themessage from the sender and delivers the message to the recipient viathe selected channel(s). As the recipient replies and the conversationbetween the two users progresses, the messaging module 120 continuouslyupdates the visual indicators to correspond to the selected messagingchannels if there is a change in the selected messaging channels (i.e.,new channels are selected or old channels are de-selected). For example,the last channel used by the recipient to reply to the message may beselected by the messaging module 120 to be the appropriate deliverychannel.

As new messages are sent and received, they are added to the thread anddisplayed in the text box 420 as a single thread even as the messagingchannels for delivering the message change. For example, the recipientmay send a reply message via one messaging channel (e.g., SMS), and thenlater send another reply message via a different messaging channel(e.g., web-chat). Both messages will be provided for display as part ofthe same thread or conversation in the text box 420. The sender is thusprovided with a single interface that seamlessly transitions betweendifferent messaging channels automatically without interrupting the flowof the conversation.

Rescinding Duplicate Messages

In one embodiment, the messaging module 120 receives a message anddelivers the message to its recipient via multiple messaging channels toincrease the chance that the recipient will receive the message and/ordecrease the expected time until the recipient receives it. Once themessaging module 120 receives a reply from the recipient through one ofthe messaging channels, it rescinds the messages sent to the othermessaging channels to avoid overwhelming the user with duplicatemessages. Going forward, the messaging module 120 may then use the replychannel as the proper channel for delivering future messages to therecipient.

Referring now to FIG. 6, illustrated is a process flow for rescindingmessages, according to an embodiment of the messaging module 120. Instep 603, the messaging module 120 receives a message from a user of themessaging system that is intended for another user of the messagingsystem. For example, the message may be received from a user of a clientdevice. In step 605, the messaging module 120 delivers the message tothe recipient via multiple messaging channels that may be checked by therecipient of the message. For example, the messaging module 610 maydeliver a message via multiple messaging channels selected through theprocess described in conjunction with FIG. 3.

In step 610, the messaging module receives a reply to the message, fromthe recipient of the message, via one of the messaging channels 615. Forexample, the original message may have been sent to the recipient via aweb-chat channel and a XMPP channel. The recipient may then reply bysending a return message through the XMPP channel but not the web-chatchannel.

In step 615, the rescission module 138 rescinds copies of the messagethat were sent to the other channels, i.e. the channels that the userdid not reply from. For example, suppose a user receives copies of amessage in both a web-chat window and via XMPP. If the user replies viaXMPP, the rescission module 138 rescinds copies of the message sent viaweb-chat. In some embodiments, rescinding may include deleting copies ofthe message that were delivered via the other messaging channels.Alternatively, rescinding may include marking copies of the message asbeing read without deleting the message itself.

Some messaging channels may be rescindable channels, which are channelsthat the messaging server 101 can rescind messages from. Examples ofrescindable channels include web-chat and email hosted by the messagingserver 101. Some of the delivery channels may be non-rescindablechannels, which are channels that the messaging server 101 cannotrescind messages from. Examples of non-rescindable channels includeXMPP, SMS, mobile chat that relies on push notifications, and emailhosted by other messaging servers 101. The messaging module 138 mayrescind messages from the rescindable message channels but does notrescind messages from the non-rescindable channels.

The messaging module 120 may also rescind messages for other reasons. Inone embodiment, the messaging module 120 receives an indication that acopy of a message delivered through a particular channel was read by theuser. For example, the user may access the user's email messages througha web page by clicking on the message, and by virtue of clicking on themessage, the messaging module 120 is provided with an indication thatthe message was accessed and read by the user. In response to receivingthis indication, the messaging module 120 rescinds copies of the messagethat were delivered to the other messaging channels. In anotherembodiment, the messaging module 120 may rescind messages from a channelif the recipient does not read a message sent through that channel aftera certain amount of time has elapsed.

Training the Messaging Module

In one embodiment, the messaging module 120 undergoes a training processthat develops a predictive model for selecting messaging channels. Thepredictive model can then be used, for example in the process of FIG. 3,to select one or more messaging channels for delivering messages totheir recipients. In one embodiment, the predictive model is a globalmodel that can be applied to many users of the messaging system.

Generally speaking, the messaging module 120 builds the model bycollecting training data that includes information about preferredmessaging channels for a group of users and signals associated with thepreferred messaging channels. For example, the messaging module 120 maydeliver a message to a user through multiple messaging channels. Theuser replies to or views the message via one of the messaging channels,which provides the messaging module 120 with an indication of themessaging channel preferred by the user. The status of one or moresignals is identified (e.g., recipient is traveling at high rate ofspeed when replying to or receiving the message) and is associated withthe preferred messaging channel.

By accessing the training data and analyzing the relationships betweenthe signals and the preferred messaging channels, the messaging module120 generates a model that can be used to predict a messaging channelthat is preferred by a message recipient. The model accepts certainsignals as inputs and using the signals, generates channel scores foreach messaging channel that are indicative of a recipient's preferredmessaging channel(s). The predictive model may be updated as moretraining data is collected, allowing iterative refinement of thepredictive model as more signals or messaging channels are used and/oras the system is updated such as by adding new messaging channels andnotification mechanisms or other messaging features.

In one embodiment, the predictive model is a function that computes ascore for each messaging channel with respect to a given recipient. Forexample, the function may be a weighted sum of various informationalsignals and is represented by the following formula:

Score_(NM) =A _(N) X _(M) +B _(N) Y _(M) +C _(N) Z _(M)+  (equation 1)

Where Score_(NM) represents a channel score computed for a particularchannel N and message recipient M. X, Y and Z are numericalrepresentations of different information signals for a particularrecipient M. A, B, and C are numerical weights for each of the signals.The weights A, B, and C are computed through a learning process thatanalyzes the relationship between the signals and channels preferred byusers within a set of training data. When this function is applied tovarious messaging channels, a higher score indicates that a channel ispreferred by a recipient, and a lower score indicates that the channelis not preferred by the recipient.

Referring now to FIG. 7, illustrated is process flow for training apredictive model, according to one embodiment. In step 710, themessaging module 120 delivers messages to a recipient through aplurality of messaging channels. Also in step 710, the messaging module120 records the status of one or more informational signals associatedwith the user and/or message when the message is delivered. For example,when sending a message to a particular recipient, the messaging module120 may also record information indicating that the recipient istraveling at a high rate of speed. Many different types of signals canbe recorded, which helps to improve the accuracy of the model that willbe generated from this information.

In step 715 the messaging module 120 determines a messaging channel thatis preferred by the recipient of the message. In one embodiment, therecipient may reply to the message via one of the messaging channels,which is treated as an indication that the reply channel is therecipient's preferred channel. In another embodiment, the recipient mayread a copy of the message using one or more of the messaging channels,and the first channel used to read the message is treated as indicationof the preferred messaging channel. In another embodiment, the messagingmodule 120 may prompt the user as to which messaging channel is thepreferred messaging channel. For example, the user may be presented withthe question “Which channel do you prefer to receive the message from.”The user's response to the prompt is then treated as an explicitidentification of the preferred messaging channel.

In step 720 the messaging module 120 associates the preferred messagingchannel with the status of the recorded information signals. In oneembodiment, the relationship between the messaging channels and thesignals are stored into a co-occurrence table. Each entry in theco-occurrence table specifies how often a particular signal occurs inconjunction with a preferred channel. The following is a basic exampleof a co-occurrence table:

Channel Speed over 5 mph? Calendar Entry? Mobile chat 850 120 Email 100820

In the table, when the recipient's speed of travel is over 5 mph, themobile chat channel is the preferred messaging channel 850 times and theemail channel is the preferred messaging channel 100 times. When acalendar entry indicates that the recipient is busy, the mobile chatchannel is the preferred messaging channel 120 times and the emailchannel is the preferred messaging channel 820 times. The data in theco-occurrence table thus indicates that when compared to the emailchannel, the mobile-chat channel is used frequently when the recipientis traveling at a high rate of speed (e.g., recipient in a car). Thedata also indicates that the e-mail channel is used frequently when auser's calendar entries indicate that the user is busy (e.g., the useris in a meeting).

In step 725, the messaging module 120 repeats the process to collectmore information about the relationships between the signals and themessaging channels. The process may be repeated any number of timesuntil a statistically significant amount of information is collected.Once the collection of training data is complete, the process proceedsto step 730

In step 730, the messaging module 120 trains a model that can be usedfor predicting one or more messaging channels that is preferred by arecipient of a message. As the model is generated from data collectedfrom many users, the model is a global model that can be applied to oneor more different users of the messaging system. In other embodiments,the model may be tailored to a particular user by collecting data onlyfrom that particular user and generating the model from thatinformation.

In one embodiment, the strength of the relationship between a signal anda messaging channel, as indicated by their co-occurrences, is used togenerate a weight for each signal for each messaging channel. Referringagain to Equation 1, the weights are the variables such as A, B and C.The weights may be scaled between some lower and upper bound (e.g., 0 to100). For example, for the mobile chat channel a high rate of speed maybe associated with a weight of “85” and a calendar entry may beassociated with a weight of “12”. For the email channel, a high rate ofspeed may be associated with a weight of “12” and a calendar entry maybe associated with a weight of “82.” In some embodiments, the weightsmay be scaled both between different channels as well as acrossdifferent signals to emphasize the importance of certain signals. Inother embodiments, the model may be represented by more complex ordifferent functions than that presented in Equation 1.

In step 735, the messaging module 120 stores the predictive model to astorage device, such as a non-transitory storage medium or memory. Themodel is later used to automatically select one or more messagingchannels for delivering a message to a user of the messaging system. Forexample, given a set of input signals for a given message and recipientof the message, the messaging module 120 uses the predictive model todetermines channel scores for different messaging channels. In oneembodiment, channels with scores that exceed a threshold are selected asthe proper messaging channels. The threshold may be relative (e.g.,above 50^(th) percentile) or absolute. In other embodiments, themessaging module 120 considers the scores in combination with otherfactors (e.g., monetary cost or transmission delay) in selecting theproper messaging channels. Beneficially, training and then generating amodel in this manner allows for accurate prediction of a messagingchannels preferred by a user, which enables messages to be delivered tothe user via the appropriate messaging channels.

Additional Considerations

The foregoing description of the embodiments of the invention has beenpresented for the purpose of illustration; it is not intended to beexhaustive or to limit the invention to the precise forms disclosed.Persons skilled in the relevant art can appreciate that manymodifications and variations are possible in light of the abovedisclosure.

Some portions of this description describe the embodiments of theinvention in terms of algorithms and symbolic representations ofoperations on information. These algorithmic descriptions andrepresentations are commonly used by those skilled in the dataprocessing arts to convey the substance of their work effectively toothers skilled in the art. These operations, while describedfunctionally, computationally, or logically, are understood to beimplemented by computer programs or equivalent electrical circuits,microcode, or the like. Furthermore, it has also proven convenient attimes, to refer to these arrangements of operations as modules, withoutloss of generality. The described operations and their associatedmodules may be embodied in software, firmware, hardware, or anycombinations thereof.

Any of the steps, operations, or processes described herein may beperformed or implemented with one or more hardware or software modules,alone or in combination with other devices. In one embodiment, asoftware module is implemented with a computer program productcomprising a non-transitory computer-readable medium containing computerprogram code, which can be executed by a computer processor forperforming any or all of the steps, operations, or processes described.

Embodiments of the invention may also relate to an apparatus forperforming the operations herein. This apparatus may be speciallyconstructed for the required purposes, and/or it may comprise ageneral-purpose computing device selectively activated or reconfiguredby a computer program stored in the computer. Such a computer programmay be stored in a non-transitory computer readable storage medium orany type of media suitable for storing electronic instructions, andcoupled to a computer system bus. Furthermore, any computing systemsreferred to in the specification may include a single processor or maybe architectures employing multiple processor designs for increasedcomputing capability.

Finally, the language used in the specification has been principallyselected for readability and instructional purposes, and it may not havebeen selected to delineate or circumscribe the inventive subject matter.It is therefore intended that the scope of the invention be limited notby this detailed description, but rather by any claims that issue on anapplication based hereon. Accordingly, the disclosure of the embodimentsof the invention is intended to be illustrative, but not limiting, ofthe scope of the invention, which is set forth in the following claims.

1. A computer-implemented method comprising: receiving informationidentifying a recipient of a message, wherein the recipient is a user ofa messaging system; selecting, automatically by the messaging system,one or more messaging channels from a plurality of messaging channelsfor delivering the message to the recipient; and responsive to selectingthe one or more messaging channels, providing for display in a userinterface a visual indication of the messaging channels selected fordelivering the message to the recipient, the user interface comprising afirst region for displaying a message thread and a second region fordisplaying the visual indication of the selected messaging channels. 2.The method of claim 1, wherein selecting one or more messaging channelscomprises selecting one or more messaging channels based on one or moresignals.
 3. The method of claim 1, wherein providing the visualindication of the one or more selected messaging channels comprisesproviding a textual description of the one or more selected messagingchannels.
 4. The method of claim 1, wherein providing the visualindication of the one or more selected messaging channels comprisesproviding one or more graphics that represents the one or more selectedmessaging channels.
 5. The method of claim 1, further comprising:determining a presence of the messaging recipient with respect to atleast one of the selected messaging channels; and providing, for displayin the user interface a visual indication of the presence of the messagerecipient.
 6. The method of claim 1, further comprising: determining alocation of the message recipient; and providing, for display in theuser interface a visual indication of the location of the messagerecipient.
 7. The method of claim 1, wherein the selected messagingchannels comprise at least two messaging channels, and furthercomprising: delivering the message via the at least two messagingchannels; receiving a reply message from the recipient via one of the atleast two messaging channels; and updating the visual indication toindicate that other messaging channels of the at least two messagingchannels are de-selected.
 8. The method of claim 1, further comprising:receiving a first reply message from the recipient via a first messagingchannel of the plurality of messaging channels; receiving a second replymessage from the recipient via a second message channel of the pluralityof messaging channels; and providing, for display in the first region ofthe user interface, the first message and the second message as part ofthe message thread.
 9. The method of claim 1, wherein the messagingchannels comprise at least one of web-chat, email, and mobile-chatchannels.